Superpet Limited Avis 

Réponse de Superpet Limited

17 déc. 2025

I’m sorry you received a different item to the Antos Gourmet Sausages you ordered, and I’m also sorry for how this was handled when you contacted us.

To clarify: Antos-branded treats absolutely do exist, and the statement that Antos “don’t make treats” was incorrect. In the UK, the business previously known as Antos Limited now trades as Nova Dog Chews, and Antos products continue to be supplied through the trade.

That said, none of that changes the key point: if you were sent the wrong product, we should be offering a refund or replacement promptly. We also acknowledge that some of our product imagery can be out of date, and we’re addressing that.

Please email our team with your order number and the subject line “Trustpilot – Antos Sausages” (or reply here with the order number if you’re comfortable). We’ll review what was dispatched and arrange the appropriate refund or exchange straight away.

Thank you for raising this — we’re also feeding back your comments about the service you received so this doesn’t happen again.

Réponse de Superpet Limited

15 déc. 2025

Hi there — we’re really sorry to hear about this experience. That’s not the level of service we aim to provide.

Because your review doesn’t include any order details, we’re unable to identify your purchase and investigate what happened. Please contact us directly with your order number and the email/name used at checkout, and we’ll look into the delay and your refund request as a priority.

Thanks — we’d really appreciate the chance to put this right.

Réponse de Superpet Limited

5 déc. 2025

We’re very sorry to hear about your experience and completely understand your frustration. After reviewing your order, we can see that your parcel was out for delivery on the date you contacted us, and we apologise for the confusion caused by conflicting tracking updates.

Customer satisfaction is extremely important to us, and we regret that this situation led to disappointment. If you still wish to cancel, you may refuse delivery and Amazon will issue a full refund automatically once the parcel is returned.

We have also reached out to you directly through Amazon to offer further assistance.

Thank you for taking the time to leave feedback — we are always working to improve our service and avoid situations like this in the future.

Réponse de Superpet Limited

1 déc. 2025

Hi David,

Thank you for your review. We can see you have added your order number here, but we have not received any call or email from you regarding a delay. Without any contact from you we were not aware there was an issue, and we cannot investigate a courier delay unless a customer lets us know first.

If a parcel sits at a local depot it usually means the courier needs more time, but we are always happy to step in and resolve it as soon as we are told. Leaving a public review before contacting us means we had no opportunity to help you.

Please email us and we will contact the courier immediately to get this sorted for you.

Réponse de Superpet Limited

18 nov. 2025

Thank you for taking the time to leave a review and for ordering from us again.

I am genuinely sorry that your experience with this order left you feeling frustrated and let down. I want to explain what was happening from our side, because I can see how this situation has felt like we were not listening to you.

For your Amazon order, both our system and Amazon’s shipment page show all four boxes being dispatched together in a single parcel under one tracking number. When a customer tells us that something is missing from a parcel, the only way we can properly investigate with the courier and our packing team is to gather some basic evidence of what actually arrived. That is why we asked for photos of the parcel, the shipping label and the contents that did arrive. It is not intended to be awkward or to suggest that you are being dishonest. It is simply what the carrier requires before they will even consider a claim or accept that something might have gone wrong in transit.

In your case, the outer packaging had already been discarded by the time you realised something was wrong, which meant we did not have the information we normally need to raise a formal investigation. We should have explained that more clearly instead of it feeling like we were just repeating the same requests and not understanding you, and I apologise for that.

For anyone reading this, it is also important to be clear about the outcome. You opened a claim with Amazon and Amazon refunded you for the missing items. Our seller account has been debited for that refund. So you have not been left out of pocket, and we have effectively covered the cost of the missing goods. It was never our intention to refuse a refund. We were trying to follow the process Amazon and the carriers expect us to use so that we can understand what happened and prevent it happening again.

You have mentioned that, having read other reviews, it appears that we do not take responsibility. We actually ship well over 1.2 million orders and the vast majority arrive exactly as they should and never result in any complaint or claim. Only a very small percentage of customers leave any review at all and, understandably, people are much more likely to post when something has gone wrong than when everything has been straightforward.

You are, if I may say so, a good example of how this imbalance happens. I can see from your Amazon history that you have ordered from us before and those orders appear to have been received without any problems, but no positive review was left on those occasions. I have also looked at your Trustpilot profile and you have not used it to leave any positive reviews, only one star reviews for businesses when something has gone wrong. That is absolutely your right, but it does mean that anyone looking at our profile will mainly see negative experiences, even though they represent a tiny fraction of the more than a million orders we have successfully fulfilled. This is one of the reasons why many businesses, not just us, struggle to build up a fair balance of good and bad reviews.

None of this is to dismiss how annoyed you felt about this situation. We do appreciate that you have been a returning customer and that you took the time to explain what happened. We will review how we word our messages so that when we ask for photos or other evidence, it feels more like a clear explanation of why we need it, and less like we are failing to understand the problem.

I am sorry that we have lost your trust on this occasion, but I wanted to set out the full picture for you and for anyone else reading. If you would like to discuss this further, you are welcome to contact us again via the Amazon messaging system so we can help in any way that is still possible.

Réponse de Superpet Limited

15 oct. 2025

Hi Wendy.

I am sorry for how we replied earlier. You deserved a respectful and clear explanation.

When an order is placed through Amazon there are limits on how we can reply and how delivery times are shown, especially on premium paid delivery. Royal Mail Tracked 24 is a next day aim rather than a guarantee. Shipping from the south coast to Orkney usually needs an extra day because of the onward sea leg.

We dispatched promptly and did our best. Your postage has been refunded in full so you are not out of pocket. If the item is now too late for your needs I can arrange a free return for a full refund. Please contact me directly and I will sort this today.

Dave,

Réponse de Superpet Limited

8 sept. 2025

Hi Shirley,

We did post your item to the address provided, but it was returned to us because the house name/number was missing. This meant we had to pay for the original delivery as well as the return. This wasn’t an error by ourselves or Royal Mail, but due to the missing information on the order.

After some back and forth, we showed you the address was incomplete. Once this was confirmed, we were able to get everything sorted for you. Throughout our communication we did our best to remain patient and polite, even though at first you felt the details were correct.

As mentioned, Dave works remotely so he isn’t set up for customer phone calls, which is why we mainly handle support via email. However, the colleague you did speak with on the phone was polite and efficient in highlighting the issue and helping resolve it.

We appreciate your feedback and are glad the matter was resolved.